Customer Support Specialist

QGenda • Atlanta, GA

14d • Hybrid

About The Position

As a Customer Support Specialist, you will provide an exceptional support experience for QGenda's customers by delivering our industry-leading best practices. You will work closely with members from across the greater Customer Experience organization to provide creative solutions to support requests and project-based assignments involving the QGenda application, aligning to our unified targeted business outcome.

Requirements

• Excellent case management and time management skills
• Strong written and verbal communication skills
• Detail-oriented — ability to complete assignments and maintain communication with a high degree of accuracy and timeliness
• High School Diploma / GED required; Associates / Bachelors Degree preferred, or equivalent industry experience in customer service or tech support
• Ability to follow protocols and policies as defined by QGenda and CX Leadership

Nice To Haves

• Computer programming skills or previous technical support experience

Responsibilities

• Maintain a professional and positive attitude in all customer and company interactions, both internal and external
• Collaborate with members of the CX organization, when necessary, to complete project based assignments within defined time frames and/or meeting identified deadlines
• Set and manage appropriate customer expectations around resolution and response times, adhering to established service-level agreements (SLAs)
• Deliver high customer satisfaction and low customer effort by providing solutions to issues in a timely fashion, escalating to senior team members as necessary
• Hold high degree of functional knowledge of QGenda solutions
• Ensure timely and accurate tracking of time, cases, projects, contacts and accounts within designated systems, following QGenda best practices

Benefits

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match
• Options to work in a hybrid-working model or remotely from home, depending on the position
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees